Proactive Communication with Residential Wireline Customers Drives Satisfaction, J.D. Power Finds
Brand Loyalty Among Non-Resolved High Bill Complaints Remains Low
COSTA MESA, Calif.: 26 Sept. 2019 — When disruptions in service or high bill problems occur without proactive communication, service satisfaction declines among residential wireline customers, according to the J.D. Power 2019 U.S. Residential Television Service Provider Satisfaction StudySM and J.D. Power 2019 U.S. Residential Internet Service Provider Satisfaction Study.SM
Television and internet subscribers who contacted customer service to complain about a high bill are significantly less satisfied compared with those who contacted the provider for another reason such as a service outage. Nearly 40% of television and internet customers who had a high bill complaint said they didn’t achieve a resolution. Additionally, 52% of internet subscribers who had a high bill complaint said they would switch carriers.
“Customers rely on their wireline provider to supply reliable service at a reasonable price,” said Ian Greenblatt, Managing Director & Practice Leader, Technology, Media and Telecom Intelligence at J.D. Power. “Service providers have an opportunity to maintain brand loyalty and satisfaction by sending subscribers proactive notices about scheduled or known outages, and statement adjustments. Taking every opportunity to demonstrate transparency is a customer-focused outlook that improves the overall customer experience.”
Residential Internet Service Provider Satisfaction Study
Verizon ranks highest in the East region (754). Comcast (XFINITY) ranks highest in the North Central region (720), earning its first award. AT&T/DIRECTV ranks highest in the South (749) and West (713) regions.
Residential Television Service Provider Satisfaction Study
DISH Network ranks highest in overall satisfaction nationally with a score of 762, and across all four regions; East (763), North Central (759), South (762) and West (763).
The 2019 U.S. wireline studies are based on responses from 22,891 customers in the Internet Service Provider Study and 20,204 customers in the Television Service Provider Study who evaluated their cable/satellite TV and high-speed internet service providers. The studies were fielded in four waves: November 2018; January-February 2019; April-May 2019; and July 2019.
For more information about the U.S. Residential Wireline studies, visit
J.D. Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable J.D. Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, J.D. Power has offices serving North America, South America, Asia Pacific and Europe.
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